_{10th March, 2025}

Tech Support – Hotline Agent #1018852
Job Description:
Job Summary/Basic Function:

• Provide operational product support to all but not limited to: Consumers, End-users, Installers, Engineers, Sales Distributors, Dealers, and Builders, for all specifically assigned Panasonic products.
• Support includes but is not limited to: product features, installation, usage, trouble-shooting, and maintenance.
• Provide technical troubleshooting and diagnostic support to qualified Service Center and Technicians for all specifically assigned products.

 
Additional Job Details:       
Basic Qualifications:
Education & Experience:

• Associates degree or higher in electronics or equivalent experience.
• 1-3 years of experience providing technical support for electronic consumer/business products.
• Excellent Written, Oral Communications, and Customer Skills.
• Excellent PC, Internet and mainframe computer skills.
• Self-motivated work ethic
• Ability to perform multiple tasks simultaneously.
• Able to work independently with limited guidance.
• Competencies: problem solving, innovation, collaboration, etc.

Communications:

• Ability to effectively communicate with a broad base of clients, End users, Servicers, and Technicians.
• Required to document internal and external support processes, technical notes, and technical bulletins to our Servicer, Distributor and Dealer networks.
• Proficient in communicating escalated customer and product problems clearly to Field Service, Sales, and Engineering.
• Must have ability to identify issues and solve them with third party vendors.
• Must have excellent written skills and have the ability to present an idea, concept or solution to internal and external groups at all levels.

 
Additional Job Description ACCOUNTABILITY:
All aspects of this position require independent judgment.

• 55% - Provide efficient, effective operational and troubleshooting assistance at 100% readiness, during the hours of operation assigned, to all Consumers, End users, Installers, Engineers, Sales Distributors, Dealers, and Builders and for all Panasonic products assigned including any specialized product categories assigned by Management. Adhere to response time and QA guidelines for calls, faxes, e-mails, and chats as provided by Management.
• 10% - Provide technical level troubleshooting and diagnostic support to qualified Service Center and Technicians for all specifically assigned Panasonic products.
• 20% - Document all contacts/calls/faxes/emails/chats accurately using the assigned computer software programs and data processing systems selected by Management.
• Utilize all available mainframe and PC based programs and reports to perform the duties of this position.
• 10% - Investigate, research, resolve and document quality problems and service issues effectively, coordinating and or meeting with the Training, Field Service, Engineering, and Sales Departments as needed.
• Maintain and update all the technical material available on the Technical Resource Share Drive and websites for the categories assigned.
• Recommend improvements in product and service methods to improve repair efficiency. Maintain and update personal technical expertise on new products and technology by attending technical seminars, reading technical literature and utilizing our labs for research and hands-on self-training.
• 5% - Perform departmental administrative duties and special projects as assigned. Provide all internal and external customers with the services described in this job description or properly direct them to those individuals and or processes that can provide those services in a courteous and responsive manner.

 
Follow all Company Policy and Procedure guidelines provided by management.
 
Additional Information:
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is a financially strong, privately held company that is 100% consultant and client focused, operating in nearly half of the states in the U.S., Europe and India.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, and 2022!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
Follow us on Twitter: https://twitter.com/fasttekglobal
Follow us on Instagram: https://www.instagram.com/fasttekglobal
Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/
 

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